Position summary:  Cooley Technology department embraces a culture of customer service excellence and all members of the department are expected to move this agenda forward. To that end, the Office Technology Specialist (Asia) (“OTS”) is expected to recognize that the Cooley Technology department is a service organization, first and foremost, and will be evaluated on this requirement equal in importance to the technical and operational responsibilities outlined later in this document.

Under direct supervision, the OTS is responsible for ensuring that office computers, printers, scanners, telephones, other computer and telephone-related devices are productively deployed and used.  In addition, assist Technology service desk personnel and Senior Office Technology Manager (Asia) with troubleshooting and operational maintenance of desktop and laptop systems. The OTS also performs additional various technical duties, which include, but are not limited to, the following:

Position responsibilities: 

• Create and resolve tickets regarding customer reports of hardware, software, telephone, mobile device and peripheral problems in the department ticketing system

• Isolate customer problems with hardware and/or software as second-line support and escalate problem resolution to more senior technicians, as necessary

• Provide on-site technical assistance, including computer setup and breakdown, office moves, troubleshooting of printer, scanner, mobile devices and other technology equipment support, as needed

• Install and configure desktop, laptop, and telephone equipment in accordance with firm defined installation  processes

• Install, troubleshoot and maintain PC peripheral equipment such as printers, scanners and mobile devices

• Troubleshoot and resolve wireless connectivity for internal and external customers

• Troubleshoot and coordinate repairs of hardware and software with vendors.

• Assist HR and Facilities/Office Services with providing ergonomic equipment in response to workstation assessment findings

• Actively participate in pilot groups and perform quality assurance of computer system builds, program deployment and updates

• Enter data into and manage inventory databases to track information pertaining to hardware and software moves, adds/changes. Tracks all Change Forms relating to new hires, departures, support and name changes

• Familiar with Cooley software applications and prepares documents, statistical charts, graphs and spreadsheets, as needed. Coordinate change forms for local office regarding Technology functions

• Setup and maintenance of conference room audiovisual equipment

• Meeting setup and support for video conferencing using web-based conferencing systems. Also, will provide on-site technical support for off-site/remote trials or conferences

• Use of User Experience Monitoring application to proactively or reactively identify cause(s) of laptop or application performance issues

• All other duties as assigned or required

Skills and experience: 

Required:

• After orientation at Cooley LLP, exhibit proficiency in the Microsoft Office suite, iManage and other firm applications

• Available to work overtime, and flexible work schedule as required by training or operations coverage when needed

• 2+ years applicable and relevant technical experience

• Proficient knowledge of Windows operating systems to include but not limited to Windows 11.  Working knowledge of MS-Office Suite ranging from 2016 and higher

• Strong English language proficiency (both spoken and written), suitable for work in a dual-language environment

• Professional fluency in Mandarin Chinese language (both spoken and written)

Preferred:

• Professional fluency in Cantonese language (both spoken and written)

• Bachelor’s Degree or equivalent

• Experience working in a smaller setting where the technician has ‘worn many Technology-related hats’ extremely helpful

• Basic networking architecture knowledge to include but not limited to TCP/IP, DHCP and DNS

• Prior experience working in a law firm or professional services industry

• Knowledge of Server 2012, 2016

Competencies:

• Exceptional customer service skills

• Good analytic skills and effective presentation skills to allow for effective customer support

• Work well under pressure and tight deadlines

• Excellent communication skills, both oral and written

• Professional, client-service orientation and demeanor

• Ability to work well with others including technicians to maintain efficient systems operations

• Ability to complete work in a timely manner with excellent attention to detail and follow-through

• Participation in PMO projects

• Accurate in data entry maintenance

Reporting to this position: No direct reports.